We want you to be confident in every purchase. This page explains exactly when refunds are available, how to request them, and how long they take. If something went wrong, email info@avdclinical.com — we respond within 1 business day.
Quick Reference
| Product | Refund available? | Condition |
|---|---|---|
| Single SOP / template | No | Digital product, delivered immediately on payment |
| Bundle purchase | No | Digital product, delivered immediately on payment |
| Single calculator report | No | Digital product, consumed on generation |
| File not received / corrupted | Yes — re-delivery | Contact within 7 days; we re-deliver at no charge |
| Duplicate charge (system error) | Yes — full refund | Contact within 30 days with evidence |
| Monthly subscription | No | Cancel to stop future charges; current period is non-refundable |
| Annual subscription (within 14 days of renewal) | Prorated | No documents downloaded in new period; contact within 14 days of renewal |
| Annual subscription (after 14 days) | No | — |
| Enterprise / pilot plan | Per agreement | Governed by your Enterprise Agreement |
1. One-Time Digital Product Purchases
SOPs, Templates, and Bundles
All SOP, template, checklist, and bundle purchases are final and non-refundable once the download has been accessed. This policy exists because digital files are delivered immediately and cannot be "returned" — once downloaded, the content has been received.
Delivery problems are different. If your file was not delivered, you received the wrong file, or the file was corrupted:
- Email info@avdclinical.com within 7 days of purchase.
- Include your order confirmation or registered email address.
- We will re-deliver the correct file within 1 business day at no charge.
Single Calculator Reports
Single calculator report purchases ($9) are non-refundable once the report has been generated and made available for download. If there was a technical error preventing download, contact us within 7 days.
2. Subscription Plans
Monthly Subscriptions
Monthly subscription fees (Calculator Unlimited, SOP / Template Unlimited, AVD Pro All Access, Team Site) are billed at the start of each period and are non-refundable once the billing period has begun. You may cancel at any time to prevent the next charge — cancellation takes effect at the end of the current billing period and you retain access until then.
Annual Subscriptions — Prorated Refund Window
If you purchased or renewed an annual subscription and wish to cancel:
- Contact us within 14 days of the annual renewal date.
- You must not have downloaded any documents or generated any reports during the new annual period.
- We will issue a prorated refund for the unused full months remaining in the year.
- After 14 days, annual subscription fees are non-refundable.
Example: Annual subscription renewed on July 1. You cancel on July 8 with no downloads. We refund 11/12 of the annual fee (11 unused full months).
3. Duplicate Charges
If you were charged twice for the same product due to a payment system error:
- Email info@avdclinical.com within 30 days.
- Include both Stripe receipt emails or transaction IDs.
- We will issue a full refund of the duplicate charge within 5 business days.
4. How to Request a Refund
- Email info@avdclinical.com with subject line "Refund Request — [your order or account email]"
- Include: your account email address, the product name, the purchase date, and the reason for the request.
- We will respond within 1 business day to confirm eligibility.
- Approved refunds are processed back to your original payment method via Stripe within 5–10 business days. Bank processing times may vary.
5. Chargebacks
If you initiate a chargeback with your bank before contacting us, we will respond to the dispute with purchase records and delivery confirmation. We encourage you to contact us first — most issues are resolved faster directly than through a chargeback process, which can take 30–90 days.
Accounts with unresolved chargebacks may be suspended pending resolution.
6. Enterprise Plans
Refund terms for Enterprise and pilot plans are governed by the Enterprise Agreement signed between AVD Clinical and your organization. Contact info@avdclinical.com for enterprise billing questions.
7. Contact
AVD Clinical
Email: info@avdclinical.com
Phone: +1 929-502-4973
Response time: within 1 business day